Being a good telephone triage nurse requires you to be committed to patient care and constantly be alert. It is not intended to constitute financial or legal advice. Even though manager support is always available, nurses have to make decisions and function more independently than a nurse would in an emergency room or office setting. ", Discuss telephone triage as part of staff meetings periodically. Once you complete your formal degree program, you can then sit for the NCLEX-RN licensing exam to earn your RN … To accomplish the goals of the telephone triage process an organization needs to recruit, hire, train and retain experienced telephone triage nurses. As a telephone triage nurse, it is of paramount importance to possess both exceptional communication abilities and to be able to think on your feet and under pressure. This content is for informational purposes only. Listen to the Entire History Before Triaging: It is easy to jump straight into triaging the first symptom … There are three educational paths you can pursue to become a triage nurse. To the extent of triaging, it is a prudent nurse who takes a moment or two to gain enough information to appropriately place the patient in the section they need to be. Get the caller to focus on the immediate complaint. All of this has to be done while sounding calm and empathetic. Please enable scripts and reload this page. There are different options of how nurses work and that includes being a triage nurse. In telephone triage, this starts when the patient picks up the phone and calls the triage nurse line and the nurse picks up. After hanging up the phone, finish documentation with care advice and recommendations for follow-up. Multitasking and Critical Thinking Skills : During a routine triage call, the nurse has to call the patient, provide empathy, gather their history, select the correct guideline to triage them based on their symptoms, document the call, and follow custom instructions. start a neb for asthma; provide warm mist for croup), inform the caller/s that there are multiple emergencies and instruct them to start the treatment advice and await a call-back in 10-15 minutes. What's going around the pediatric office these days? First things first, greet every patient with a smile.. Also, you must be able to communicate clearly and quickly, as well as assimilate what a caller is telling you. Document as much of the assessment as possible during the phone call. TTNs must be able to listen to patients, assess their situations promptly, and communicate the kind of care they might need. Try to fill in some of the patient demographics while you are waiting for the phone to ring. Keep a few good references close by: a telephone triage guideline book, a medication handbook, a medical dictionary, and a basic pediatric textbook. Don't let messes pile up. This is where multi-tasking comes into play. Though you're almost surely busy, don’t rush this initial greeting. Variations, taking into account individual circumstances, may be appropriate. Our nurses also have the best in class clinical call center software at their fingertips to assist them with patients. Earning an RN license will allow you to practice in a variety of settings. Your main responsibilities include dealing with patients and logging their details, and so in order to become a Dental Triage Nurse, you will need: good interpersonal and communication skills; a good phone manner; IT skills Gear up mentally. Even though manager support is always available, nurses have to make decisions and function more independently than a nurse would in an emergency room or office setting. How do I apply?” The reality is that telephone triage can be stressful because of unexpected surges in volume, difficult callers, and the need to constantly be on the lookout for the potentially ill patient. You should consider receiving a Bachelor of Science in Nursing (BSN) degree. An excellent triage nurse has a combination of the right experience and expertise. The nurse also needs to listen for indirect information such as tone of voice or words that may be concerning. During a routine triage call, the nurse has to call the patient, provide empathy, gather their history, select the correct guideline to triage them based on their symptoms, document the call, and follow custom instructions. A simple white board works well at the main triage station, where nurses can write any pertinent information for that day or shift. A telephone triage nurse is a nursing professional who helps patients know the type of care they require over the phone. The most valued agenda item often proves to be an open forum at the end of the meeting. Nurse triage hotlines make the reporting process easier than ever by providing 24/7/365 triage nurses to guide injured employees through injury assessment and treatment recommendations. Smiling is contagious, even over the phone. Like any good nursing resume, our telephone triage nurse resume sample combines resume writing best practices with a focus essential to the healthcare field, emphasizing both in-depth knowledge of patient assessment and screening combined with the jobseeker’s empathy, compassion, and dedication to patient well-being. All rights reserved. Telephone triage has been compared to air traffic control: ask yourself "where is the best place to treat this patient â home, office, clinic, ED, ambulance?". And don’t forget: if you like the article, please share it with other nurses, triage managers and others looking for more information on how to be an effective triage nurse. A triage nurse must also have experience with direct patient contact. Why do you want to be a nurse? Pediatric Telephone Protocols, 15th EditionâA go-to resource for telephone care triage, which covers a broad spectrum of caller concerns. These little things can really add up as timesavers. Triage nurses will need to the proper training to become eligible to become a Registered Nurse (RN). Address the Callers’ Emotional State: Listen to the caller’s concern, voice, and anxiety levels. The good old Boy Scout motto is the key to anticipating and preparing for a high caseload of calls during the season, the weekend, or any given shift. Please turn on JavaScript and try again. Most people that go into a career as a triage nurse decide to do so primarily as a supplement for another career type. Following these tips ensures more timely and accurate notes. In fact, the job is challenging. Community Answers "A nurse that helps figure out what ord er to treat patients." A telephone triage nurse must be friendly yet professional. Review your guidelines for "winter" illnesses and read up on topics like RSV and influenza. Tips for Triage Nurses Currently selected; Discerning the Caller; Prioritizing Telephone Calls; Implementing Video Visits and Telemedicine; Using Email to Communicate with Patients and Family; Getting Paid for Telehealth Care Responsibilities of a Triage Nurse Empathetic : Most patients who call the triage service after hours are concerned about a symptom or what needs to be done. For those who do not like headsets, consider a shoulder rest to free up the hands. What essential skills are needed to be a telephone triage nurse? Think of working in an ER without your sense of vision, smell, or touch. To become a triage nurse, you typically need to first become a licensed registered nurse (RN), though you may need a higher level of education as well. The main way to avoid this pitfall and stressor is to "document-as-you-go." However, take away four of those senses and it becomes a challenge for any good triage nurse, not just those who are new to nurse advice lines. How do I apply?” The reality is that telephone triage can be stressful because of unexpected surges in volume, difficult callers, and the need to constantly be on the lookout for the potentially ill patient. The first step to working in triage is to complete a nursing degree program with an accredited school that has a good reputation for preparing nurses. A headset keeps both hands free for documentation and/or getting reference material. What made you choose a career as a triage licensed practical nurse? Good Listeners : Since the only information a triage nurse gets is verbal communication from the patient or their caregiver, they need to be able to listen carefully to what is being said. What's the media been pitching lately in terms of health topics? Although the National Certification Corporation offered telephone nursing certification at one time, this certification is no longer available as of 2007. The VS are done in triage, so you would know there was a … You may be trying to access this site from a secured browser on the server. While that sounds easier than working in the hospital, it’s not actually the case. Remember to get up, stretch, get a drink, or go to the bathroom.â. All of this has to be done while sounding calm and empathetic. Excellent computer and assessment skills are essential. Use a sports-type water bottle to prevent spills on the keyboard or papers. After graduation, they take a written test called the National Council Licensure Examination to receive state licensing as a registered nurse. Don’t just hang up and call another clinic and don’t go to the emergency room with cold or flu symptoms. Expressing compassion and listening carefully will help build trust with the caller. You will need Why Is This a Good Telephone Triage Nurse Resume Sample? Pertussis is a highly contagious disease that is usually … Triage is the process of organising patients according to the severity of their condition and getting each patient treatment within an appropriate time frame. The nurse also needs to listen for indirect information such as tone of voice or words that may be concerning. Evaluating an individual’s symptoms over the phone presents a unique challenge. Due to the inability to do a face-to-face assessment, there are specific qualities that are required to be a successful and effective telephone triage nurse. How long do you see yourself as a triage lpn? Telephone Triage Nurses are a special breed. Most patients who call the triage service after hours are concerned about a symptom or what needs to be done. Communication amongst the triage staff is very important for patient care, and even more important for staff morale. They are already scared, so try and ease their … It looks like your browser does not have JavaScript enabled. One of the most important roles of the triage nurse is to provide empathy and reassurance. Nursing isn’t limited to being in on the action at hospitals where scrubs are used or where face-to-face conversations with patients happen. It is also typically required that you are certified to practice as a nurse in your region or country. If there are several difficulty breathing calls at the same time, handle one at a time by ensuring that it is not a 911 event, then provide a quick treatment recommendation (ie. Being a good telephone triage nurse requires you to be committed to patient care and constantly be alert. As a triage nurse, you're likely the first medical professional the scared patient and his loved ones see. Focus on documenting the positive symptoms and only record the negative symptoms when ruling out something serious. Talking to a triage nurse is a good thing! In addition to training in general nursing, a triage nurse usually holds a nursing degree with a specialty in triage. Independent Worker : More and more telephone triage nurses are working remotely. Breastfeeding Telephone Triage and AdviceââResource to help nurses, lactation professionals, and other medical staff confidently advise breastfeeding mothers by phone.ââââââ. RNs must complete a two-year associate degree, three-year hospital training program diploma or four-year bachelor's degree in nursing. How To Become a Triage Nurse If you're interested in becoming a Triage Nurse, one of the first things to consider is how much education you need. The following is a list of little tricks that telephone nurses have found to be helpful. It is a safe time to ask clinical questions, discuss frustrations or stressors or talk about the positive sides to telephone triage.â, Implementing Video Visits and Telemedicine, Using Email to Communicate with Patients and Family, Resource to help nurses, lactation professionals, and other medical staff confidently advise breastfeeding mothers by phone.ââââââ, Education in Quality Improvement for Pediatric Practice (EQIPP), APLS: The Pediatric Emergency Medicine Resource, Pediatric Education for Prehospital Professional (PEPP), Pediatric First Aid for Caregivers and Teachers (PedFACTS), Advancing Pediatric Educator Excellence (APEX) Teaching Program, Pediatric Telephone Protocols, 15th Editionâ, Breastfeeding Telephone Triage and Adviceââ. The nurse must also ensure that patient calls are handled in a timely manner. The specialty is also designed to help those who do not have primary care physicians. 8834 Goodby’s Executive Dr. #1 Jacksonville, Florida 32217, A Customized Follow-up Plan to Reduce Hospital Readmissions, The Crucial Role Triage Nurses Play In Educating Adults About Serious Medical Symptoms. We've determined that 30.4% of Triage Nurses have a bachelor's degree. More and more telephone triage nurses are working remotely. The agenda might include time for business, case reviews, and in-service education from hospital staff or external speakers. You must be good at multitasking in order to both look up symptoms and record patient information at the same time, so you can provide the most accurate advice possible. Good triage should be implemented in every stage of patient care, from the primary phone call to the patient arrival, to ensure each patient receives the care it needs. It is hard to think of a circumstance in telephone triage where this would be in dispute. All Rights Reserved |Terms Of Use |Privacy Policy. A triage nurse is the person responsible for making categorical determinations. Delaying documentation is a high risk and poor quality endeavor and should never be done. The recommendations in this publication do not indicate an exclusive course of treatment or serve as a standard of medical care. When multiple callbacks have to be made, remember that not everything is an emergency. Pediatric Nurse Telephone TriageA decision-support tool that is a companion to Pediatric Telephone Protocols, and helps office staff deliver superior telephone advice. As a telephone triage manager, I have heard “Must be nice to work in your PJ’s,” or “I can do my laundry in between calls or cook dinner for my family! Give me a time when you went above and beyond the requirements for a project. Be organized. To become a telephone triage nurse, you will first need to earn your nursing degree or diploma and pass the National Council Licensure Examination for Registered Nurses (NCLEX-RN). What is a triage licensed practical nurse? In terms of higher education levels, we found that 16.2% of Triage Nurses have master's degrees. About 60 percent of the patients that the triage nurses talk to … Therefore, multitasking and critical thinking is essential to being an effective telephone triage nurse. The nurse should always keep in mind that the caller is most likely in pain, anxious, worried, or stressed. “Taking care of our communitiesone call at a time”, Copyright © 2020 Triagelogic. Use a four-tier IN/OUT box for: 1) Unanswered calls; 2) Completed Calls to be faxed or filed; 3) Calls that need follow-up; and 4) Calls that need physician intervention. Once you attain a formal degree, you can sit for the NCLEX-RN licensing exam. Go on to the next call, give the same type of quick advice and then make follow-up calls to evaluate the therapies and complete the assessment, disposition, and care advice. Think about each shift in advance â will it be busy or not? Headsets are a must! That nurse has a duty to the patient. You must be reliable and dependable, especially so if you work remotely. Nurses are taught to use all five senses when triaging patients. Being a good telephone triage nurse requires you to be committed to patient care and constantly be alert. The nurse’s tone needs to be friendly and empathetic. I would ausculate lung sounds, albeit quickly. Registered Nurse roles with Medibank, click to register. Becoming a triage nurse requires at least some education beforehand. You must be good at multitasking in order to both look up symptoms and record patient information at the same time, so you can provide the most accurate advice possible. Telephone triage nursing goes by a few different names, including telehealth nursing and telepathology. Other tips to get ready include taking the time to tidy up the workstation; stocking up on essential forms or office supplies; updating speed-dials on phone, fax, or drop-down windows; and updating reference materials. In addition to a thorough evaluation, caring is one of the most essential qualities for any triage nurse. The nurse also needs to listen for indirect information such as tone of voice or words that may be … In telephone triage, there are no visual cues for a nurse to pick up on … Adept Critical Listening Skills. One of the most important roles of the triage nurse is to provide empathy and reassurance. This credentialed medical specialty was designed to help patients in immediate need who are unable to get to a doctor’s office or hospital. Lynn Smith, who works in Nurse Triage for Medibank, knows […] No matter the location, you still have patients … A financial advisor or attorney should be consulted if financial or legal advice is desired. As a Dental Triage Nurse, you will be offering callers detailed clinical assessment, Pharmaceutical and Analgesic advice. Triage nurses generally must be registered nurses. When stressed from high call volumes, the focus tends to be on answering the calls as quickly as possible but the documentation of those calls tends to be scant or sometimes relegated to the bin for "document later on." Dedication to the Job : As a telephone triage manager, I have heard “Must be nice to work in your PJ’s,” or “I can do my laundry in between calls or cook dinner for my family! Therefore, multitasking and critical thinking is essential to being an effective telephone triage nurse. To begin working in triage, you should complete a nursing degree program at an accredited school. 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Caller to focus on the action at hospitals where scrubs are used or face-to-face... Really add up as timesavers staff is very important for staff morale the assessment as possible the... Include time for business, case reviews, and other medical staff confidently advise breastfeeding mothers by phone.ââââââ up! '' illnesses and read up on topics like RSV and influenza a high risk and poor quality endeavor and never. Offering Callers detailed clinical assessment, Pharmaceutical and Analgesic advice working remotely to pediatric telephone Protocols, in-service. Both hands free for documentation and/or getting reference material that telephone nurses have found be! Isn ’ t assume that you are certified to practice as a triage nurse has background in emergency rooms hospitals... Phone, finish documentation with care advice and recommendations for follow-up ( new Date ( ) ) American of. Ttns must be able to deal with a lot of information at.. Communicate clearly and quickly, as well as assimilate what a caller is telling you is desired made... Registered nurse ( RN ) Resume Sample it be busy or not caller is telling you the... An er without your sense of vision, smell, or touch under stress and able to deal with lot!, or touch two-year associate degree, three-year hospital training program diploma or four-year bachelor 's in... Compassion and listening carefully will help build trust with the caller of voice words! A nursing professional who helps patients know the type of care they require over the phone monitored for QA order... Our nurses also have the best sharing of experience, knowledge, and communicate the kind of they..., lactation professionals, and style occurs hospitals where scrubs are used or where face-to-face with... So primarily as a Dental triage nurse sounding calm and empathetic, get drink... Up, stretch, get a drink, or touch ) American Academy of Pediatrics assimilate... Resume Sample isn ’ t go to the severity of their condition and each! Making categorical determinations service after hours are concerned about a symptom or what needs to be committed patient! Attorney should be consulted if financial or legal advice is desired above and beyond the requirements for project! Lately in terms of higher education levels, we found that 16.2 % of triage nurses have found be. To be done while sounding calm and empathetic multitasking and critical thinking is essential to an., smell, or go to the bathroom.â these little things can really up.
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